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Contends that organizations designed according to current theories require that traits of leadership and personal responsibility be developed in employees at all levels of the organization, not just the formal leaders. Asserts that to develop these traits, organizations must strike an adequate balance between rationality/technical efficiency and non‐rational factors such as emotion. States that organizations currently operate with a facade of rationality, ignoring emotional reality. Argues that leverage for such change lies in working at team/group level meetings, changing the quality of interactions to enhance authenticity and create emotional openness. Maintains that action learning has so far proven the best vehicle for releasing emotional energy into the workplace if facilitators are utilized who can enrich the action learning process with skills drawn from disciplines such as counseling, Gestalt, psychodynamics, and psychoanalysis. Claims that familiarity with the principles of Eastern philosophies is also helpful.

The case deals with a situation where the protagonist, Abhik Roy, who heads a manufacturing unit of Pradhan Chemicals has made a commitment to senior management on behalf of his unit. He now faces the challenge of getting the entire unit to go along with the initiative he has announced. He sees numerous potential advantages to be derived from the proposed initiative. However, he has to depend on voluntary participation from a very large number of employees at all levels, for the initiative to succeed. He needs to decide how to persuade the entire unit to come forward in order to make the initiative a success.

There is a lacuna in research work in terms of understanding how Indian IT organizations can become global brands. Benchmarking has not received much attention in marketing literature due to lack of benchmarking framework, and IT organizations are yet to make progress in benchmarking. The purpose of this paper is to examine the impact of brand strength on global branding by developing a conceptual benchmarking framework for Indian IT organizations.

Semi-structured in-depth interviews are conducted with thirty middle-level managers from two Indian IT organizations, two US-based global IT organizations and one UK-based leading bank, which is a customer of these IT organizations.

Results show a positive relationship between brand strength and global branding, between customer loyalty and global branding, between brand loyalty and competitive advantage and between global branding and competitive advantage. Indian IT organizations can benchmark global IT organizations to improve delivering brand promise, positioning, awareness building and authenticity toward making Indian IT organizations future ready to address the entire breadth of opportunities in the evolving world of cloud and digital.

This research helps managers with a brand strength-based benchmarking framework toward global branding of Indian IT organizations.

IT is instrumental for rapid growth of Indian’s economy. India should optimally utilize its greatest wealth, its human potential, with the latent global demand in IT through building global IT brands.

The originality of the study lies in conducting a qualitative study on global branding of Indian IT organizations and also proposing a conceptual benchmarking framework. The study further validates the model using qualitative analysis.

The case deals with the situation faced by Anuj Pathak who has returned to his home country after many years overseas. He is trying to settle into his new workplace and is keen to show results by getting his team to deliver. Knowing that he has a strong team of committed hands, he has been trying to drive them in the way that has worked for him in the past. However, the HR Head has advised him to reflect on his style because there have been numerous complaints about him being unfriendly and overly critical. He is taken aback because he cannot understand how despite his efforts to treat everyone well and to get the best out of his people, they have complained about him. He is worried about his dream of settling back into India of succeeding in his new role.

The case deals with Axel Motor's expansion into India and the clash between expectations and communication styles of the Indian subsidiary and Headquarters. While the subsidiary wants to follow a responsive, market-driven approach to product design and marketing strategy, the top management is driven by the strong belief that the group's core values are universal and no tweaking is needed for particular locations. Anil Mishra, Head of Sales, and the team at the corporate office of Axel Motors India have received an email from Maximilian Klotz, Head of Strategy at Axel Motor's Headquarters. Klotz has expressed complete dissatisfaction with the performance of Axel Motors India. Mishra and the team have to decide how to handle the challenge of getting their input - based on an understanding of the local environment - valued at Headquarters.

The case concerns a situation where a manager finds that a candidate for the new position of supervisor for the Sports and Recreation Centre in the housing colony of the company is someone with whom she has a troubling history. She approaches the General Manager, HR and shares the details of her experiences and her concerns about this person's candidature, requesting that the candidate’s case not be processed further. She presents it as a serious matter with a potential threat to vulnerable women and young girls as the position involves close engagement with the residents of the colony. She provides details of her first-hand experience and familiarity with the candidate to build credibility for her position. However, the boss dismisses her concerns, reminding her that it was all in the past and advises her to move on. She requests him to consult the members of the Executive Committee of the Residents’ Association before taking a decision. He agrees to do so and sends an email to the team. She finds that he treats her concerns summarily in his email and frames the issue very differently from her, presenting a simple choice between two options. The HR manager is worried and wonders if there is anything she can do in the matter. The context would help generate discussion relating to persuasion, framing and managerial communication challenges.

Stahmann Farms Enterprises is an Australian company focused on farming, processing, and marketing of pecans and the high-end macadamia nuts. While the company owns pecan farms, it depends solely on farmers for the supply of macadamia, which poses a challenge with numerous competitors trying to attract the farmers. As an agro-processing business, it is dependent on the vagaries of nature and profits fluctuate wildly. Competition exists in the form of large processors as well as new entrants. Given the company's target of becoming one of the top five macadamia processing businesses in the world, volume and profitability need to be driven up. There are a number of paths open before the company and the MD and his team need to evaluate these and draw up a strategy to be presented to the board.

As a new corporation, the Delhi Metro (DMRC) began its relationship with the media, with a clean slate, and its care with the public relations function made for the establishment of a very cordial relationship with the print media and led to positive image building in the public eye. However, with the rise of electronic media and the proliferating channels' greater emphasis on sensationalism, the warmth in the relations began to subside. A major standoff with the electronic media and the experience of accidents during construction of Phase II of the project, led to the restructuring of the approach to media relations as well as internal restructuring of the PR department. The challenges and major incidents turned out to be hard-learnt lessons in managing the media in a dynamic environment.

Against a background of growing consumerism, satisfying patients has become a key task for all healthcare activities. Satisfaction in service provision is increasingly being used as a measure of health system performance. Satisfaction manifests itself in the distribution, access and utilization of health services. This paper aims to address these issues.

A cross sectional study was conducted to assess the patient satisfaction level visiting the hospital with the objectives to know the behavior and clinical care by the clinicians and para‐medical staff and in terms of amenities available. A pre‐designed and pre‐tested structured questionnaire was given to the respondents after the patients had undergone consultation with the doctor. A proportionate random sampling was done to select the subjects.

It was found that average time spent by respondents for registration was 33.20 minutes. The overall satisfaction regarding the doctor‐patient professional and behavioral communication was more than 80 per cent at almost all the levels of health care facilities. In total, 55 per cent of respondents opined that doctors have shown little interest to listen to their problem while 2/3 opined that doctors used medical and technical terms to explain their illness and its consequences. More than 70 per cent satisfaction level was observed with staff of laboratories and security personnel with their cooperation and sympathetic nature. More than 80.0 per cent were satisfied with basic amenities. Of these, 40.0 per cent were of the view that services were costlier than their affordability.

This is the first ever study conducted to assess the patient satisfaction level in a premier multi‐specialty hospital of North India.

Proposes that to optimize enterprise performance and longevity, organizations must develop and sustain appropriate traits of personal responsibility and leadership in all employees. Contends that this is feasible and describes how it can be accomplished. Part 1 of this paper deal with shaping and harmonizing the high performance drivers. Part 2, which will appear in Management Decision Vol. 40 No. 9, will deal with optimally shaping and harmonizing focus, will and capability.